Analisis Mutu Pelayanan Kesehatan Berdasarkan Kepatuhan Keselamatan Pasien dan Kepuasan Pasien di Puskesmas Sukasari Purwakarta

The quality of primary healthcare services is closely related to patient safety and patient experience. This study aimed to analyze the association of hand hygiene compliance, personal protective equipment (PPE) use, and patient identification compliance with patient satisfaction at Sukasari Public Health Center, Purwakarta, and to deepen the quantitative findings through qualitative exploration of patients’ experiences. A mixed-methods approach was used, consisting of an analytical cross-sectional quantitative component and a qualitative component. Quantitative data were collected from 363 patients using a structured questionnaire. Bivariate analysis used the Chi-square test, while multivariate analysis used binary logistic regression. Qualitative data were obtained through in-depth interviews with patient informants and analyzed thematically. The quantitative results showed that 73.6% of respondents perceived healthcare workers as non-compliant with hand hygiene, 69.1% perceived non-compliance with PPE use, and 72.5% perceived non-compliance with patient identification. Overall, 62.5% of respondents were dissatisfied with the healthcare services. Each of the three independent variables was significantly associated with patient satisfaction (p=0.001). In the multivariate model, PPE compliance had the strongest association with patient satisfaction (OR=7.801; 95% CI 4.414–13.786; p<0.001), followed by hand hygiene compliance (OR=5.273; 95% CI 2.840–9.790; p<0.001) and patient identification compliance (OR=3.539; 95% CI 1.930–6.490; p<0.001). The qualitative findings indicated that patients still observed inconsistency in hand hygiene and PPE practices, whereas patient identification was more frequently observed. Nevertheless, patients could remain satisfied because of staff friendliness, clear communication, responsiveness, attention to complaints, service speed, and overall service experience. The findings indicate that quality improvement should combine consistent patient-safety practices with improvement of interpersonal and service-process dimensions